Creating Better Employee & Customer Experiences Through First-rate Facilities Management (Oliver Ridgewell at Nuvolo) with Workplace X
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Delivered at the Executive Leaders Network and Workplace X HR Leaders Event on Thursday 10th November 2022. "Nuvolo customers are innovators, right down to the maintenance and workplace solutions that support their global offices, retail stores, and facility sites. In this session, we will walk you through the journey of FM digitisation as it relates to three enterprise customers, sharing their insights and use cases for not just creating and managing sustainable environments and buildings, but for extracting financial rewards too. Join us to hear about: • How system consolidation delivers accurate, up-to-date information sharing between maintenance, HR, workplace services, IT, and operations. • How improvements in organizational efficiency and user experience increases productivity and reduces unnecessary costs. • How increased transparency into business operations, assets, and vendor performance leads to better benchmarking and data-driven decisions."
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Creating Better Employee & Customer Experiences Through First-rate Facilities Management (Oliver Ridgewell at Nuvolo) with Workplace X
- 1. Creating Better Employee & Customer Experiences Through First-rate Facilities Management Oliver Ridgwell 10th November Workplace X
- 2. Over 12 years of experience working with Facilities, Asset, and Integrated Workplace Management Systems (IWMS). My experience includes engagement with a variety of industries including Financial Services, Healthcare, Utilities, Government, Retail, Transportation, and Service providers. I aim to ensure organizations understand how the tactical functions of solutions support delivery of strategic real estate objectives appropriate to each specific business and industry vertical. Oliver Ridgwell VP, EMEA Region Nuvolo oliver.ridgwell@nuvolo.com
- 3. 1650+ Clients Served 40M+ Assets Managed 30M+ Work Orders per Month 24x7 Global Customer Care Included In: We Connect your Workplace Nuvolo, Built on NowTM, delivers on the promise of a fully Connected Workplace, empowering everyone to do their very best work. The Connected Workplace connects all people, locations, assets and business services on the same platform.
- 4. What does it take to create better employee & customer experiences? Cross Industry Goals Ensure Scalability Scale infinitely without worrying about the platforms ability to support their growth Seamless Integrations Experience genuine in-system integration and integrations with value-add systems through seamless, open APIs Maximise Data Analytics Make better evidence-based decisions using timely reporting and data visualisation Achieve One Version of the Truth Increasing need to consolidate data silos, standardise data and have full visibility in one application across their business Enhance User Experience Provide a consistent user experience. Improve adoption and utilisation through a prescriptive yet configurable user interface Automate Complex Workflows Achieve better business outcomes by streamlining processes and digitising multi-step processes
- 5. What does this mean in the real world? Chevron Circle K 7-Eleven
- 6. 7-Eleven →Multinational chain of retail convenience stores →10,000+ convenience stores in the US alone, HQ campus (inc 13 zone offices) and 20 training stores →50 outsourced vendors, 105 service technicians, 45 facilities support specialists, 45,000 store employees
- 7. Goal → To manage rapid store expansion while ensuring store operations satisfaction and deliver an enjoyable store atmosphere Pain Points → Outsourced facilities maintenance to different vendors → Little visibility into performance Service Level Agreements (SLAs) → Each vendor used a different work order management system → Difficult to run reporting on service contract ROI 7-Eleven
- 8. Quiz On average, how many times do customers drive their cars into the front window of a 7-11 store? Is it… A. 2 per week B. 1 per day
- 9. Quiz On average, how many times do customers drive their cars into the front window of a 7-11 store? Is it… A. 2 per week B. 1 per day
- 10. 7-Eleven 20% annual reduction in vendor spend $3m/yr saved in just process efficiency 20% 1.2m/yr w/orders streamlined $109m annual saving
- 12. Circle K →Owner and operator of 14,000+ gas stations / retail outlets →100s of internal technicians and over 1600 3rd party technicians across operating sites →1.4m+ work orders per year
- 13. Goal → To ensure high quality store experiences by reducing asset downtime and benchmarking maintenance strategies Pain Points → Disjointed communications and data capture from staff → Poor understanding of vendor service delivery and management → Siloed IT and maintenance solutions → No holistic view of spend across maintenance and assets Circle K
- 14. Quiz On average, approximately how many Circle K customers in Sweden drive away with the fuel pump nozzle still attached to the car? Is it… A. 600 a year B. 1000 a year
- 15. Quiz On average, approximately how many Circle K customers in Sweden drive away with the fuel pump nozzle still attached to the car? Is it… A. 600 a year B. 1000 a year
- 16. Circle K Reduced the time helpdesk staff deal with inquiries by 60% Unplanned asset downtime down from 28% to 8% 60% 10,000 digital asset records (and growing) Single connected platform providing transparency
- 17. “Nuvolo brings transparency to facilities costs and illustrates the value of maintenance management to our executive teams.” Erik Hakonsen, Director of Global Facility Support at Circle K
- 18. Chevron →One of the world’s leading integrated energy companies →Vast portfolio of buildings across 47 countries →Real Estate Function named CEMREC (Chevron Environmental Management and Real Estate Company)
- 19. Goal → To improve employee experience and support the operation of their global offices through improved third- party service quality and accurate reporting Pain Points → Outdated and heavily customised IWMS system due to the lack of an efficient central source of service → No significant overarching guiding framework for local third parties → Difficult to measure performance against key Service Level Agreements (SLAs) → Lack of data ownership due to regional data separation Chevron
- 20. Chevron Reduced vendor spend by at least 20% with vendor performance tracking 20% Single version of the truth Chevron owns all data OMNI (Nuvolo), is the system of record for Chevron's location master data Collecting and reporting the measured data points for CEMREC sites Visibility of supplier performance allows them to lead and build trusted partnerships
- 22. Thank You Questions? Contact: oliver.ridgwell@nuvolo.com Visit: www.nuvolo.com
Editor's Notes
- Nuvolo is a cloud-based Connected Workplace solution. Provides a single platform to manage people, physical locations, assets, and work - enabling data sharing across departments. Maintenance Empower your technicians with the right tools to do their best work. Space Optimize space, enable reservations, edit floorplans, and much more. Real Estate Manage your real estate from one single, connected platform. Sustainability Track energy usage, and deliver savings in one connected platform. OT Security Ensure non-IT devices connected to the network are secure. Capital Planning & Project Management Track and analyze projects, all from one place. Field Service Management Enable your field technicians with mobility to track and report their work. Sustainability Track energy usage, and deliver savings in one connected platform. The Nuvolo solutions are scoped and certified applications built on the NOW platform which provides customers with the primary business logic, user experience, highly available infrastructure which is scalable and secure for their business. The core capabilities of the NOW platform include a single database, workflow engine, self-service portal and reporting and analytics to name a few. (Highlight if they are an existing ServiceNow customer their existing investment in areas like ITSM, HR, Performance Analytics etc. Also, if they have ServiceNow explain to them that they can leverage their existing internal ServiceNow support teams to support Nuvolo as well – time to value)
- We understand that Greene King wishes to move away from its legacy Heart platform and consolidate systems to compliment its existing infrastructure – we believe that there is no better option than Nuvolo to enable this. Digital transformation projects shouldn’t be viewed in isolation, not only should the solution chosen to replace Heart be able to meet the requirements of this project, but also fit into a broader digital strategy. 90% of organisations surveyed in a recent Forrester study said that Platform Consolidation was core to their digital strategy. Today, businesses are doing all they can to build a more sustainable model that can weather black swan events like the one we have seen over the last couple of years - Nuvolo supports this by not only offering an integrated workplace management solution, but also one that natively integrates with the IT and potentially the HR solution on the ServiceNow platform, enabling a more sustainable, maintainable and future proof digital strategy. In the graphic, what you see on the left is what you will probably recognize as an array of point applications that all loosely integrate with each other (given continued maintenance) that mean users spend half their time navigating different systems for specific data points, before spending hours compiling them in excel or some other reporting tool to build a uniform reporting structure for the rest of the business. Nuvolo enables users to not only carry out their day to day tasks in one place. But also easily create, schedule and share reports with anyone that needs access to them all within that familiar platform.